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Chatbots are coming for CRM: Is your business ready?

Be it ordering food or asking for consultation related to investments or funds, people probably will deal with chatbots today at some or the other point in a day. For those, who are aloof to tech news in the recent past might be surprised to see that chatbots are revolutionizing the game of customer support and service as we know it in a never before manner.

Though a CRM software is an excellent tool when it comes to automating and streamlining marketing and sales operations, a chatbot has the potential to drive your CRM strategy ahead of the curve. This is the reason an increasing number of brands are leveraging the power of chatbots to drive sales, improve customer satisfaction and conversion rates.

Yes, CRM is distinctively positioned to reap the benefits of AI-powered chatbots. Here is how chatbots can revive customer relationship management irrespective of the industry you are operating in:

Improved conversion rates

Since chatbots can take care of routine and cumbersome tasks, sales reps can focus on what matters the most, i.e. sales. Yes, sales representatives get more time at hand to devote on critical tasks like meeting prospects and clients and eventually close more sales for their firm. Most importantly, the golden rule i.e., attending a lead within five minutes of first contact to convert it into a customer can be achieved with a chatbot. AI powered chatbots can offer 24 x 7 customer service, which paves way for the five minutes response irrespective of hour, eventually resulting in more leads. Now more leads infers more sales!

Smart CRM

It is not always easy to key-in data into your CRM system. You ought to log into the system, switch through multiple dashboards/tabs and CRM screens to enter the information, save it, etc. This sure takes efforts and time. Plus, not to forget those CRM workflows that one has to navigate. Imagine the plight when you are working with a bloated system with tons of data. In fact, the amount of time and efforts spent here can be utilized to pitch a prospect.

Integrating a chatbot into your CRM system can address this issue. One of the biggest advantages of chatbots for CRM is the single message window wherein one can type his/her message as they would do in a messenger. Further, a chatbot can go through important workflows on a continuous basis and record answers in the system seamlessly. CRM chatbots would organize all the critical tasks as well as follow-up on scheduled activities in order to help sales reps manage their time in a more efficient manner.

Customer intelligence

Chatbot for CRM can also be integrated with messenger, email, social media and enterprise management applications like ERP to retrieve essential data from varied sources. This data can be anything from grievances, preferences, transaction history, purchase history, buying behaviours, user activities and profiles. All this information fetched by chatbots enable a holistic view of customers whilst helping to identify trends. Talk about customer intelligence!

Takeaway

A chatbot can revert to customer queries at a speed that a human cannot. Further, chatbots linked to social media would help in seamless and quick customer verification and can swiftly recall previous conversations. Chatbots are excellent for instant answers to those standard queries. Remember that having happy customers is the key to repeat business and success.

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Author Profile

Anwar Shaikh writes about business management, start-ups, human resources, cloud, analytics and more. A self-made and reared up writer, Anwar writes for Pocket HCM, a leading provider of Human resources management solutions to small and mid-sized businesses across India.

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